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We’ve all been there. You move to a new home and you’re eager to settle in. You call your communications service providers (CSPs) to schedule cable or Internet installation appointment and WHAM! You’re hit with those dreaded words, “Your technician will arrive sometime between 9:00am and 1:00pm.” Now you’re stuck at home for half a day, waiting for the technician to arrive — usually having to take time off from work.
This experience is so universally hated that it’s contributed to a negative perception of many CSPs and their customer-service practices. Field service in any industry is tricky to manage with so many moving pieces, but many CSPs have not adapted their service to deliver on modern customer expectations. For example, many still rely on traditional phone support while customers are communicating online or via social media. Meanwhile, newer, more nimble digital competitors are siphoning off customers. So how can CSPs turn a high-touch customer-facing channel like field service into a channel that defines its brand and delights customers? We look at solving this problem in our latest e-book, The Communication Provider’s Guide to Amazing Field Service: From Office to Field.
Today’s customers expect simplicity. CSPs need to make it easy for customers to do business with them. Companies that want to deliver the best field service experiences are setting these four expectations:
Companies like Amazon and Netflix leverage their data to give customers personal, proactive recommendations on what to buy or watch. CSPs can provide the same kind of experience with their contact centers and field technicians. In fact, according to the 2016 Connected Subscribers Report, more than 20 percent of customers want field technicians to know their information — and to help them change their plan or service if needed.
Customers are accustomed to being in control of their buying experience. They want access to their accounts. They want to interact with you on their terms and on the devices and channels of their choosing. They want the ability to schedule their own in-home appointments with ease. CSPs need to be prepared for these expectations. Find out how in our e-book.
Nobody likes calling customer service and getting passed from person to person, having to repeat their problems numerous times. That’s especially true for the company representative who’s standing right in a customer’s house! When a service tech goes to a customer’s home, they should know exactly why they’re there, and have the right tools and equipment to do the job right the first time. Setting your technicians up for success with seamless information is a huge step towards better customer experiences.
This is the big one — the one that really provides a lot of impact. Customers want their CSPs to anticipate issues and proactively resolve them; to always provide valuable information or save them time or money. Field technicians must wear multiple hats, from being able to repair products, to answering questions about services, to showing customers how to fix a problem themselves. Legacy systems can make it difficult for agents and technicians to connect all customer interactions or collaborate with ease, leaving customers frustrated and, often, considering taking their business elsewhere.
